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Webcast – Improving CSR Efficiency in the Utilities Contact Center
In this webcast, Ethan Cohen (director of the technologies practice at UtiliPoint International) and David Holmes (senior vice president of global marketing, Jacada) discuss key customer service issues facing the utilities industry, including the looming issue of legacy CIS systems, the critical need to provide consistent customer service and the importance of metrics such as call handle time and call resolution. Cohen and Holmes will discuss the impact that a unified customer service desktop solution can have on improving customer experience, agent productivity and extending the life of legacy CIS systems. You'll also hear case studies on how these productivity solutions have transformed customer service and contact center operations in leading utility providers, and how this cost-effective alternative can be implemented quickly and deliver a rapid ROI.
Discussion Topics:- Non-invasive solutions that extend the lifespan of existing CIS systems
- "In-call intelligence" allowing for better analytical customer data during a customer call
- Unified desktop solutions that significantly decrease call times, abandoned call rates and training costs
Jacada is a leading global provider of unified service desktop and process optimization solutions that simplify and automate customer service processes. By bridging disconnected systems into a single, "intelligent" workspace, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction.
